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Customer Charter

CUSTOMER CHARTER

This Customer Charter represents club policy and the standards that supporters and the general public can expect when dealing with all aspects and departments of Blackpool Football Club. This Charter can be found in prominent areas of the club, as well as on the official website.

CUSTOMER SERVICE

Blackpool Football Club seeks to give its supporters and customers the highest standard of service possible in all areas of the business.

We will do our utmost to resolve any complaint or grievance you may have. Should you have any queries, feedback or complaints, then we will endeavour to provide an initial response or acknowledgement in writing within a maximum of 7 days.

Contact should be made to:   

Post:

Dawn Butterworth
Blackpool Football Club
Bloomfield Road
Seasiders Way
Blackpool
FY1 6JJ

Email: customerservices@blackpoolfc.co.uk

Telephone: 01253 599344

Should you be unsatisfied with a response to a complaint by the Club, please contact the IFO:

The Independent Football Ombudsman
Suite 49
57 Great George Street
Leeds
LS1 3AJ

Email: contact@theifo.co.uk
Telephone: 0800 588 4066

Should you wish to contact The EFL’s Customer Service department, please see details below:

EFL House
10-12 West Cliff
Preston
PR1 8HU

Email: enquiries@efl.com
Telephone: 01772 325829

CONSULTATION, COMMUNICATION AND INFORMATION

The club consults with its supporters and supporter groups on an ongoing basis and, in line with EFL Regulation 115, holds meetings and forums to discuss significant issues at least twice a season.

The club’s Supporters’ Liaison Officer is Steve Rowland, who can be contacted on the details below:

Email: slo@blackpoolfc.co.uk
Telephone: 01253 599344

The club publicises its position on major policy issues in the club programme, on the official website and via local media.

As well as operating a website (www.blackpoolfc.co.uk) as a means of communication with supporters, the club also has a presence on the following social media platforms:

Twitter - www.twitter.com/blackpoolfc
Facebook - www.facebook.com/officialblackpoolfc
Instagram - www.instagram.com/bfc1887
YouTube - www.youtube.com/user/officialblackpoolfc

The club gives the earliest possible notice of any changes to its ticketing policy via the above mediums.

TICKETING

Pricing:

The club continues to strive for wider access to matches by offering a broad range of ticket prices, in consultation with supporters and supporter groups.

The club operates two schemes to enable supporters to pay for season tickets - in six monthly instalments or on a nine-month finance plan.

The club considers there to be some restricted view seats inside Bloomfield Road that are priced accordingly.

The club does not charge admission prices to supporters of a visiting club that are higher than those charged to its own supporters for comparable accommodation.

For matchday ticket pricing, please visit www.blackpoolfc.co.uk/tickets  

Fees: a transaction cost can be applicable for online, postal and telephone credit/debit card bookings.

Allocation:

At least five per cent of tickets to each home game will be made available to non-season ticket holders via the ticket office.

Concessionary Prices:

Concessionary prices are available to Seniors (65+), 17-21-year-olds, those 16 and under, aged 5-11 and under-5.

Children under the age of five receive free entry to home league matches with a paying adult or senior in specific areas of the stadium. This, however, does not apply to Blocks A, B and C in the North Stand, or Blocks L, M and N in the West Stand.

No access or provision is available for pushchairs or prams.    

Children under the age of 14 must be accompanied by an adult or senior when attending matches at Bloomfield Road.

Concessions must be of relevant age prior to 31 December 2019. Proof of age is required when purchasing concessionary tickets.

Disabled Supporters:

Tickets for disabled supporters are priced within the relevant age categories for match and season tickets, with those on medium/high disability or enhanced PIP entitled to a free carer ticket.

Please note: a carer may not enter the ground using their complimentary ticket if the person to whom they provide assistance is not attending the game.

With the exception of assistance dogs, dogs are not permitted in the stadium.

The club’s Disability Officer is Chris Beveridge, who can be contacted on the details below:

Email: chris.beveridge@blackpoolfc.co.uk 
Telephone:
07875236576

Away League Matches:

Where ticket allocation by the home club is restricted, season ticket holders will have the first opportunity to purchase tickets.

The home club determines the cost of these tickets.

Cup Competitions:

Tickets for Cup Competitions are priced dependent on opposition, date of fixture, competition and in agreement with the opposition. Season ticket holders will have priority to purchase.

Refunds/Returns Policy:

Unwanted tickets returned 24 hours prior to kick-off of any match will receive a full refund. No other refunds will be considered whatsoever.

Any returned tickets are immediately put on open sale, subject to restrictions of a police enforced all ticket game, when NO sales on the day can be made.

Season ticket refunds will only be granted in extenuating circumstances, to be decided by the club. All requests for refunds must be made in writing to the club, for the attention of Dawn Butterworth under the customer service contact details.

Postponements/Abandonments:

If the football match for which a ticket relates to is postponed or abandoned for any reason, the terms of the Club’s Customer Charter will apply.

If the match is postponed before kick-off, the ticket shall remain valid for the rearranged match. Any person who does not wish to attend the rearranged fixture shall be entitled to a refund. In the case of a postponement before kick-off, this will be at full face value of the ticket for the relevant match.

If a match is abandoned after kick-off but before half-time, spectators will be offered half price admission for the rearranged match, upon production of their ticket.

In no circumstances will Blackpool FC be liable to pay any other sums to any persons in connection with a postponed or abandoned match.

Any individual, in the club’s considered opinion, with any involvement in the cause of a match abandonment will hold no rights to any of the above, whatsoever.

Relocation of Seats:

Blackpool FC reserves the right to relocate season ticket holders to a seat of a better or similar standard to the one purchased at any stage of the season for operational reasons. For example, without limitation, to facilitate ongoing stadium improvements and construction.

Lost/Stolen Season Ticket Cards:

Lost or stolen season ticket cards may be replaced at a cost of £15. Supporters are asked to visit the ticket office or call 01253 599745 regarding this process.

Opening hours:

  • Monday to Friday: 9am until 5.30pm
  • Saturdays (Home Matchdays) & Midweek Matchdays: 9am until half-time.
  • Saturdays (Non-Home Matchday): 9am until 1pm

Telephone: 01253 599745
Email: tickets@blackpoolfc.co.uk

MERCHANDISE

The club operates a retail store which is located in the South Stand of Bloomfield Road, offering a range of merchandise.

The retail store accepts all forms of credit and debit cards, with the exception of American Express.

Merchandise can also be purchased online by visiting shop.blackpoolfc.co.uk

The club offers refunds on merchandise (in accordance with its legal obligations).

Replica kit has a life span of a minimum of one season. In the event of a change of club sponsor, the new sponsor’s name may appear on the playing kit immediately, even if this is during the lifespan of a replica kit.

Details of the intended change of kits can be obtained from the club shop.

The club carries out its obligations under EFL Regulations to prevent price fixing in relation to the sale of replica strips.

Personalised Products:

Items with custom printing cannot be exchanged or refunded unless they are faulty or the custom printing is incorrect due to our mistake.

Please take care to ensure that you order the correct size garment; we do not offer exchanges or refunds if you have ordered a personalised item in an incorrect size.

We reserve the right to refuse to apply printing to an item of clothing (or any other personalisation) if we believe that anyone could be offended by the letters or numbers requested.

Opening hours:

  • Monday to Friday: 9am until 5.30pm
  • Saturdays (Home Matchdays) & Midweek Matchdays: 9am until half-time.
  • Saturdays (Non-Home Matchday): 9am until 1pm

Telephone: 01253 599745
Email: shop@blackpoolfc.co.uk

DATA PROTECTION

The club recognises its responsibilities with reference to all customer information on our databases. All information is stored confidentially and in accordance with the General Data Protection Regulation (2018).

A copy of our privacy policy can be obtained from the official website or from the ticket office/club shop.

SAFEGUARDING

Blackpool Football Club acknowledges and accepts it has a responsibility for the wellbeing and safety of all young and vulnerable people who are under the club’s care or utilising the club’s facilities.

It is the duty of all adults working at the club to safeguard the welfare of young people and vulnerable adults by creating an environment that protects them from harm.

The club has a full range of policies that have been produced in association with the various football authorities including The English Football League, The Premier League and The Football Association that oversee Blackpool Football Club. Our policies are reviewed on a regular basis and can be found on our official website.

The Club has a designated safeguarding officer to deal with issues relating to any aspect of the welfare of children or vulnerable adults.

The Designated Safeguarding Officer at the Club is William Cowell and he can be contacted via e-mail at william.cowell@blackpoolfc.co.uk 

Whether it is at the Stadium, The Community Trust or The Academy Blackpool Football Club will strive as far as practically possible to keep children and vulnerable adults safe and free from harm. 

COMMUNITY TRUST

Blackpool FC Community Trust is a vibrant and forward-thinking charity, providing a range of opportunities for people in Blackpool, Fylde and Wyre to increase social inclusion and education; improve physical fitness and health; and lessen involvement in negative activities and anti-social behaviour.

Projects are delivered in primary and secondary schools, local colleges, with local community groups, and within local wards. Children as young as five years old are targeted as well as groups of over 55s. Sessions take place with families, people with disabilities, and women and girls groups.

All projects are funded externally through a number of different streams, including the EFL Trust, Premier League Community Fund, Sport England, Big Lottery, Football Foundation, local housing associations, NHS Blackpool and local councils to name a few.

Blackpool FC Community Trust works very closely with the other major organisations in Blackpool, including NHS Blackpool Clinical Commissioning Group, Blackpool Council and Blackpool Football Club.

Aims and Objectives:

  • To promote Blackpool Football Club throughout all its work and to encourage increased interest and support for the Club.
  • To promote the work of the Blackpool FC Community Trust throughout the North West region and to establish programmes of activity for the benefit of the local community.
  • To develop and promote programmes aimed at healthier lifestyles for the local community.
  • To develop and provide educational and learning opportunities for local people.
  • To work in partnership with local groups, associations and organisations to help develop programmes of work and activities throughout the local area for the benefit of all.
  • To promote equal opportunities for all – and equality of access to all activities.

The club remains committed to ensuring that its players fulfil their contractual obligations in respect of community appearances.

Further information on these activities can be obtained by contacting the Community Trust on the following:

Lyn Spence
Community Trust
Blackpool Football Club
Seasiders Way
Blackpool
Lancashire
FY1 6JJ

Telephone: 01253 348691
Email: office@bfcct.co.uk
Website: www.blackpoolfccommunitytrust.co.uk

CHARITABLE SUPPORT

Blackpool FC supports the EFL’s official charity and also holds an annual poppy shirt auction, with the proceeds directly benefitting The Royal British Legion.

The Club is fully committed to supporting local causes, with each charitable request for signed merchandise judged on its merits. The Club does not make monetary donations and, due to the high number of requests, cannot always satisfy each and every one.

All charitable requests should be made to Lyn Spence of the Blackpool FC Community Trust via email (office@bfcct.co.uk) or on headed paper with the registered charity number.

STAFF CONDUCT

The club expects the highest possible standards of conduct from members of staff whilst on club premises, or when representing the club away from Bloomfield Road.

The club is aware of its responsibility to the community and the members of staff are also aware of their roles within it.

EQUAL OPPORTUNITIES POLICY

Blackpool Football Club is an equal opportunities employer. The club is committed to equal opportunities within our own organisation and encouraging similar commitment from every organisation or individual acting within the game, regardless of:

  • Age
  • Race
  • Ethnic or national origin
  • Nationality (subject to nationality rules)
  • Sex / Gender
  • Transgender
  • Sexual orientation
  • Pregnancy, Paternity & Maternity
  • Marital status
  • Disability
  • Religion or religious affiliation / belief

The football club works carefully to ensure that all recruitment opportunities are fair and inclusive. The quality of opportunity at Blackpool FC means that will we discriminate against, or in any way treat less favourably, any person on any grounds, except where legislation provides otherwise.

This includes:

  • The advertisement of jobs
  • The selection of candidates for employment or promotion
  • Job location or working environment
  • Pay and employment terms and conditions
  • Internal training and development activities
  • External education activities and awards
  • Football development activities
  • Selection for representative teams
  • Appointments to honorary positions

No-one will be disadvantaged by conditions or requirements set for a role which cannot be shown to be genuinely necessary for objective reasons.

ANTI-DISCRIMINATION

The club will not under any circumstances tolerate any form of racially based abuse, harassment or discriminatory behaviour or actions whether physical or verbal within the Stadium. Anyone taking part in such activity may face arrest, prosecution, confiscation of their season ticket and being banned from all future games involving the club.

We actively work throughout the community promoting social inclusion campaigns. As such, we participate in a number of initiatives, some in partnership with other organisations, aimed at eliminating discrimination from football permanently.

The club adopts the EFL’s Enjoy The Match campaign and fully supports the activities of Kick It Out and Show Racism the Red Card.

HEALTH AND SAFETY

All individuals visiting the stadium are responsible for the health and safety of themselves and others, including staff members of the club. Anyone who is considered to be abusing this regulation will be swiftly ejected and may face a club enforced ban.  

GROUND REGULATIONS

Notice:

Entry to the Ground is expressly subject to acceptance by the visitor of these Ground Regulations and the rules and regulations of FIFA, UEFA, The Football Association, The F.A. Premier League and the EFL in respect of the relevant competition.

The Ground Regulations incorporate the Club’s Customer Charter. Entry to the Ground shall constitute acceptance of the Ground Regulations.

“Ground” means this football stadium and all locations owned, occupied or utilised by the Club.

“Club” means this football club.

“Match” means any association football match (or any part or aspect of such a match) taking place at the Ground.

“Material” means any audio, visual and/or audio-visual material and/or any information or data.

“Football Authority” means each of The English Football League (EFL) League, The Premier League, The Football Association, the Football Association of Wales, FIFA, UEFA and any other relevant governing body of association football

1 Notwithstanding possession of any ticket the Club, any police officer or authorised steward may refuse entry to (or eject from) the Ground any person:

1.1 that fails (or in the Club’s reasonable opinion is likely to fail) to comply with these Ground Regulations or any reasonable instruction issued by a police officer or authorised steward or officer of the Club; and/or

1.2 whose presence within the Ground is, or could (in the Club’s reasonable opinion), constitute a source of danger, nuisance or annoyance to any other person.

2 On no account will admission be granted to a person who is the subject of a current Banning Order under the Football Spectators Act 1989 (as amended) or has been convicted of ticket touting offences under section 166 of the Criminal Justice and Public Order Act 1994 (as amended).

3 The Club excludes to the maximum extent permitted by law any liability for loss, injury or damage to persons/property in or around the Ground.

4 No guarantees can be given by the Club that a Match will take place at a particular time or on a particular date and the Club reserves the right to reschedule the Match without notice and without any liability whatsoever, save only to the extent provided pursuant to paragraph 5.

5 In the event of the postponement or abandonment of the Match, refunds (if any) will be made in accordance with the Club’s Customer Charter. The Club will have no further liability whatsoever, including (but not limited to) any indirect or consequential loss or damage, such as (but not limited to) loss of enjoyment or travel costs.

6 All persons seeking entrance to the Ground acknowledge the Club’s right to search any person entering the Ground and to refuse entry to or eject from the Ground any person refusing to submit to such a search.

7 The following articles must not be brought within the Ground - knives, fireworks, smoke canisters, air-horns, flares, weapons, dangerous or hazardous items, laser devices, bottles, glass vessels, cans, poles and any article that might be used as a weapon and/or compromise public safety and/or illegal substances. Any person in possession of such items will be refused entry to the Ground.

8 Further, you may not bring into the Ground:

8.1 any sponsorship, promotional or marketing materials save in respect of official club merchandise and/or other football related clothing worn in good faith;

8.2 any flags or banners larger than those maximum dimensions permitted by the Club from time to time (or, in the absence of such stipulations, 2 metres x 1 metre) and/or of an offensive nature;

8.3 nor may you offer (either free or for sale by any person) any goods (including literature) of any nature, without the express written approval of the Club’s management.

9 The use of threatening behaviour, foul or abusive language is strictly forbidden and will result in arrest and/or ejection from the Ground. The Club may impose a ban for one or more Matches.

10 Discriminatory abuse, chanting or harassment of any kind, including without limitation in relation to race, disability, sex, religion, sexual orientation or any other protected characteristic under the Equality Act 2010, is strictly forbidden and will result in arrest and/or ejection from the Ground. The Club may impose a ban for one or more Matches.

11 The following acts are offences under the Football (Offences) Act 1991 (as amended):

11.1 The throwing of any object within the Ground without lawful authority or excuse.

11.2 The chanting of anything of an indecent or racialist nature.

11.3 The entry onto the playing area or any adjacent area to which spectators are not generally admitted without lawful authority or excuse. Conviction may result in a Banning Order being made.

12 All persons entering the Ground may only occupy the seat allocated to them by their ticket and must not move from any one part of the Ground to another without the express permission or instruction of any steward, officer of the Club and/or any police officer.

13 Nobody may stand in any seating area whilst play is in progress, unless the area is a designated safe standing area. Persistent standing in seated areas (other than designated safe standing areas) whilst play is in progress is strictly forbidden and may result in ejection from the Ground.

14 The obstruction of gangways, access ways, exits and entrances, stairways and like places is strictly forbidden. Nobody entering the Ground shall be permitted to climb any structures within the Ground.

15 EFL stadia are smoke-free and smoking is not permitted inside the Ground.

16 Mobile telephones and other mobile devices are permitted within the Ground PROVIDED THAT (i) they are used for personal and private use only (which, for the avoidance of doubt and by way of example only, shall not include the capturing, logging, recording, transmitting, playing, issuing, showing, or any other communication of any Material for any commercial purposes); and (ii) no Material that is captured, logged, recorded, transmitted, played, issued, shown or otherwise communicated by a mobile telephone or other mobile device may be published or otherwise made available to any third parties including, without limitation, via social networking sites.

17 Under the Sporting Events (Control of Alcohol etc.) Act 1985 (as amended), the following are offences for which a person can be arrested by a police officer and conviction could result in a Banning Order being made:

17.1 Attempting to enter the Ground or being inside the Ground whilst drunk;

17.2 Being in possession of any intoxicating liquor, or bottle, can or other portable container and which could cause damage or personal injury, when entering the Ground or in a public area of the Ground from which the event can be directly viewed.

18 Any individual who has entered any part of the Ground designated for the use of any group of supporters to which he does not belong may be ejected from the Ground either for the purposes of his own safety or for any other reason.

19 Save as set out in paragraph 16 above, no person (other than a person who holds an appropriate licence) may capture, log, record, transmit, play, issue, show or otherwise communicate (by digital or other means) any Material in relation to the Match, any players or other persons present in the Ground and/or the Ground, nor may they bring into the Ground or use within the Ground (or provide to, facilitate or otherwise assist another person to use within the Ground) any equipment or technology which is capable of capturing, logging, recording, transmitting, playing, issuing, showing or otherwise communicating (by digital or other means) any such Material. The Club reserves the right to eject you from the Ground in circumstances where you breach this paragraph 19.

20 The copyright, database rights and any other intellectual property rights in and to all Material that you produce at the Ground in relation to the Match, any players or other persons present in the Ground and/or the Ground (whether produced in breach of paragraph 19 above, or pursuant to paragraph 16 above, or otherwise) is hereby assigned (including by way of present assignment of future copyright pursuant to section 91 of the Copyright, Designs and Patents Act 1988) to the Club and the EFL. You further agree (if and whenever required to do so by the Club and/or the EFL) to promptly execute all instruments and do all things necessary to vest the right, title and interest in such rights to the Club and the EFL absolutely and with full title guarantee.

21 No goods (including literature) of any nature may be offered either free or for sale by any person within the Ground without the express written permission of the Club.

22 Tickets are not transferable and may not be offered for sale without the prior written permission of the Club or otherwise in accordance with the relevant ticket terms and conditions. Any tickets that are transferred are transferred subject to these Ground Regulations. Any tickets offered for sale may be confiscated by any steward, officer of the Club or any police officer. The Club reserves the right to refuse admission to or eject from the Ground, and/or “blacklist”, any person who has offered for sale or transferred his/her ticket in contravention of the relevant ticket terms and conditions (and/or the holder of any ticket that has been transferred in contravention of the relevant ticket terms and conditions). Tickets remain the property of the Club at all times.

23 CCTV cameras are in use around and in the Ground. Body worn video cameras recording video and/or audio may also be used as appropriate, to record images or audio which identifies you as an individual, for example to record prohibited behaviours as referenced in paragraphs 9 and 10. The Club may itself use or pass to the police or any Football Authority or other clubs, any recordings for use in any proceedings.

24 At all times whilst present in the Ground, persons must comply with any and all instructions of any steward or officer of the Club and/or any police officer. Failure to comply with any instruction may lead to immediate ejection from the Ground.

25 By entering the Ground, all persons are acknowledging that photographic images and/or audio, visual and/or audio-visual recordings and/or feeds (and/or stills taken therefrom ) may be taken of them and may also be used, by way of example and without limitation, in televised coverage of the game and/or for promotional, training, editorial or marketing purposes by the Club, the EFL or others (including commercial partners and accredited media organisations) and entry into the Ground constitutes your acknowledgement of such use. You further acknowledge that photographic images and/or audio, visual and/or audio-visual recordings and/or feeds (and/or stills taken therefrom) may be used (by the Club or by a third party, such as a law enforcement body) to identify you as an individual, where permitted by data protection laws, for the purposes of preventing or detecting crime, or any breach of these Ground Regulations. Information about the Club’s use of your personal data will be brought to your attention by the Club (see for example any applicable privacy policy, signage and/or other forms of announcement in or around the ground). For further information please contact the Club.

26 All ticket holders agree that the Matches for which the tickets have been purchased are public, and that their appearance and actions inside and in the perimeter of the Ground where a Match occurs are public in nature, and that they shall have no expectation of privacy with regard to their actions or conduct at Matches.

27 Further to paragraph 25, if such person is under 18 years of age, the parent, guardian, or responsible adult who is accompanying them into the Ground shall be deemed to have provided consent on their behalf.

28 Refused entry to (or ejection from) the Ground may lead to further action by the Club including, but not limited to, the withdrawal of any season ticket (without reimbursement), Club Membership and other benefits.

This Customer Charter was last updated in June 2019.